Research On Customer Satisfaction Improvement Stratgies Of Online State Grid APP

In recent years,with the development of Internet technology,the number of mobile phone users has increased dramatically.Many life service businesses are now migrated to smart phone terminals,saving enterprise labor costs,improving service efficiency and facilitating users.Life service payment has always been an important basic service content.APP applications based on We Chat,Alipay,Cloud Flash Pay and other platforms have launched the life service payment function earlier.However,with the continuous development of various businesses and the requirements of enterprise strategic development layout,some enterprises have started to build their own APP platforms for business handling.The online state grid APP to be studied in this paper is the power office application software developed by the State Grid.Put a lot of traditional electricity business into APP applications in the past to try to attract customers with richer and better functional services.However,since the online national network APP was launched,the operation development has not achieved the expected results.On the one hand,because users have used other applications to meet their own needs for a long time and cultivated stable user habits,suddenly better APP can not adapt well;On the other hand,due to the low satisfaction of some users during the use period,they chose to give up the use,resulting in low user activity of the online national network APP.Even many users have never heard of the online national network APP.This paper mainly uses the customer satisfaction theory and related theoretical models to study the customer satisfaction of online national network APP.First of all,this paper discusses the concept and theoretical basis of customer satisfaction,summarizes the research status of customer satisfaction of mobile APP products based on the domestic research status of play,and forms an online national network APP questionnaire based on perceived risk,perceived cost,perceived service and perceived value.Secondly,according to the results of the questionnaire,the paper analyzes the status quo of customer satisfaction of online national network APP.At present,APP still has much room for improvement in customer satisfaction.Thirdly,based on the analysis of the status quo of customer satisfaction,the problems and causes of APP in customer satisfaction are proposed.It is mainly due to problems such as unaccustomed use,lack of loyalty,untimely data update,lack of two-way communication,and single application interface function.It is analyzed that the main reasons for the problems are imperfect product R&D system,imperfect technical architecture,existing problems in customer service system,and imperfect product and service functions.Fourth,based on the above problems,this paper gives suggestions for improvement.Finally,it proposes to improve system security,strengthen staff training,and improve corporate culture to ensure the implementation of the strategy of improving customer satisfaction of online national network APP.